2017 Winner Profile

Whirlpool Corp.

Project Description:
Whirlpool Corp.'s Global Infrastructure Operations Services (IOS) team faced a problem that many organizations face — IT was not seen as a valued business partner to the organization. As a result, in 2015, Whirlpool embarked on a three-year strategic plan to evolve into a service-oriented organization. The goal of this project was to advance IOS' capabilities, talent, processes and organizational model to improve the speed, quality, communication and level of customer service. Whirlpool wanted to make it easier to do business with IT and make each interaction a five-star experience so as to prevent users from circumventing IT and instead, find the answers they need in an efficient manner. In addition, by streamlining technologies and vendors, the company can realize significant cost savings on a global scale. With this project, Whirlpool is laying the framework for a global operation structure that is cost efficient, encompasses a digital blueprint strategy and is rooted in delivering excellent service.
Business Functions:
Human Resources, IT
Business Goal:
Customer Experience
J. Michael Berendsen, VP, Infrastructure Operational Services & Regional CIO, Asia
Benton Harbor, MI
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